EXTENDED SERVICE AGREEMENTS

New from American Home Shield HEATING AND AIR CONDITIONING 5-YEAR LABOR EXTENDED SERVICE AGREEMENTS Contractor Guide Last updated June 2012 2012-American Home Shield Corporation and its licensed subsidiaries.

TABLE OF CONTENTS About American Home Shield...3 Why Offer Our Extended Service Agreements?...4 How ESAs Work...5 Benefits for You and Your Customers...6 Product and Plans Labor Allowances and Parts Retail Allowance...7 Repair Times...8 Sample Claims Form...9 Explanation of Coverage...10 Contractor Registration... 12 Contractor Enrollment Form... 13 How to Submit New Contracts... 15 How to Submit Claims for Payment... 16 Transferring/Cancelling Agreements... 17 Renewable Coverage... 18 How the Service Fee Works... 18 Maintenance... 19 Repair or Replacement Policy/Authorization... 19 Frequently Asked Questions...20

AMERICAN HOME SHIELD New Programs: Our extended service agreements are a new way of doing business with American Home Shield. Participating in our ESA program is different and independent from all other American Home Shield services. Financial Reliability: We have a proven track record of being a financially stable company with over 40 years of experience covering heating and air conditioning systems. Experience: In business since 1971 and with over 1.3 million customers nationwide, we responded to over 1 million heating and air conditioning service requests last year. Payment & Support: We will pay approved and correctly submitted claims within 10 days of receipt if the contractor participates in the ACH payment option. We also have associates who have industry knowledge and are dedicated to support your account. ServiceMaster: As a business unit of the ServiceMaster Company, one of the world s largest residential and commercial service networks, our mission is to simplify and improve the quality of our customers lives. At American Home Shield we do this by providing flexible home repair and maintenance solutions that help homeowners. Worry less. Live more. 3

WHY OFFER THE NEW 5-YEAR LABOR HEATING AND AIR CONDITIONING EXTENDED SERVICE AGREEMENTS FROM AMERICAN HOME SHIELD? Flexible Pricing Options We offer different pricing options based on your needs. The base price of the ESA changes based on the options you select. Three Labor Rate Options Your choice of three reimbursement rates: $85, $105, or $125 per hour, allows you to choose the right labor rate for your business. Generous Parts Retail Allowance Option We provide a parts retail allowance on many parts if you select this option. (Up to $100 on each invoice) Service Fee Options If you sell ESAs with the $50 Service Fee, we handle the task of collecting the Service Fee. Dedicated Support We have associates with industry knowledge that are dedicated to support your account. Travel $65 per claim will be paid for diagnostic and travel. Financial Reliability We have a proven track record of being a financially stable company with over 40 years of experience covering qualifying heating and air conditioning systems. Renewal Commissions ESAs may be renewed annually after initial 5-year term at AHS s discretion and you will be paid a commission on each renewal. Prompt Payments We generally will pay covered claims within 10 days of receipt if you participate in the ACH payment option. Independence Participating in our ESA program is different and independent from other AHS programs. Repeat Business - You will be given the first opportunity to provide service work on the covered unit. Brands We cover most brands. Further details about our ESA's and the points mentioned above are included in the remainder of this guide. 4

HOW OUR HEATING AND AIR CONDITIONING ESAs WORK Sales Process: Step 1: Contractor agrees to sell 5-year Extended Service Agreements from AHS on new qualifying Heating and Air Conditioning systems, registers for the program and takes program training. Step 2: Contractor presents ESA as part of the purchase price of the new qualifying Heating and Air Conditioning system or sells the ESA separately. Step 3: Contractor submits ESA application form via email or fax to AHS for approval. Step 4: AHS processes the application and sends the information to both you and the customer. Service/Claims Process: Step 1: When a covered unit malfunctions, the customer contacts AHS to submit a service request and, if applicable, pay the service fee. Step 2: AHS dispatches service request to contractor. Step 3: Contractor diagnoses the issue and, upon authorization from AHS, repairs or replaces the covered components* Step 4: Contractor submits completed claim form to AHS and AHS pays contractor the agreed upon labor rate and any eligible parts retail allowance. Step 5: Contractor submits parts claim directly to OEM. Customer enjoys ESA coverage, ease of repair on covered items and continued relationship with contractor. Not all repairs or replacements are covered, see page 11 for exclusions to coverage. 5

OUR HEATING AND AIR CONDITIONING 5-YEAR LABOR EXTENDED SERVICE AGREEMENTS BRING VALUE TO BOTH CONTRACTORS AND CUSTOMERS Extended Service Agreements make good business sense for contractors and for your customers. The addition of ESAs to your service offerings helps differentiate your business from the competition and shows you care about the significant investment your customers make when they purchase new qualifying Heating and Air Conditioning systems. Benefits for you Provides additional revenue opportunities Helps you gain a competitive edge Helps build long-term customer relationships, repeat business and referrals Improves sales opportunities Flexible program that offers choices Fast payment for covered claims Low marketing costs Position your business as the first choice for all your customer s heating and air conditioning service and equipment needs Benefits for your customers Coverage can help protect their new qualifying heating and air conditioning investments and their budgets Affordable agreements Transferrable agreement that can be a real estate selling point Less worry about potential system breakdowns and repair bills Allows up to 60 days after installation to decide on adding an ESA Customer Fulfillment Kit provided with information they need about ESA coverage 6

LABOR ALLOWANCES AND PARTS REPAIR ALLOWANCE An AHS ESA covers labor only, AHS does not cover any parts. Normal Hourly Labor Rate (3 options) $85 $105 $125 Travel and Diagnosis $65 for each invoice Refrigerant Compensation Refrigerant Reclamation and Disposal Fee (only if reclaim necessary) is $50 410A Allowance 1.5 x Cost Max $10lb. To assist contractors with costs associated with procuring and handling parts, an AHS ESA provides an optional parts retail allowance based on the cost the contractor pays to obtain the parts from the OEM or parts distributor. This allowance applies to all parts on a repair invoice up to a maximum allowance of $100 per invoice. Parts Retail Allowance Manufacturer s suggested list price Parts Retail Allowance <$20 1.25 x manufacturer s suggested list price $10 part = $12.50 $20 - $49.99 1.0 x manufacturer s suggested list price $30 part = $30.00 $50 - $99.99 0.75 x manufacturer s suggested list price $80 part = $60.00 $100 - $200 0.5 x manufacturer s suggested list price $150 part = $75.00 $200+ 0.25 x manufacturer s suggested list price $500 part = $100 Maximum Parts Retail Allowance on a invoice is $100 regardless of value and number of parts used to facilitate repair. Only one invoice may be submitted for all work necessary to complete a repair or replacement. Parts Retail Allowance Examples Part Manufacturer s Suggested List Price Parts Retail Allowance 1 $15.00 $18.75 2 $62.30 $46.73 3 $23.00 $23.00 Total Billable Parts Retail Allowance $88.48 Example 2 Part Manufacturer s Suggested List Price Parts Retail Allowance 1 $35.00 $35.00 2 $80.00 $60.00 3 $200.00 $50.00 Total Billable Parts Retail Allowance $100.00 - This is the maximum parts retail allowance 7

REPAIR TIMES You will be paid $65 for the time you need to travel to the home and to diagnose the issue with the covered unit. If a repair is needed, you will be paid the labor rate you selected for the ESA for the time needed to complete the repair, up to the hours listed below.* Repair/Replacement Time Allowance Schedule Part Hours Heater Element 1 Accumulator** 3 Aquastat 0.5 Bearing 1 Belt/Pulley 1 Blower - Wheel 1.25 Blower Assembly 2 Blower Motor 1.25 Boiler Pump - Circulator Pump 2 Boiler Pump - Pump Cartridge Only 0.5 Burner 1 Cad Cell 1 Capacitor/Motor or Circuit Board 1 Check Valve** 2 Circuit Board - Variable Speed 1.5 Circuit Board - Others 1 Coil* 3.5 Collector Box 1.5 Comb/Vent Blower 1 Compressor** 4 Contactor 0.5 Control Board 1 Coupling Box 2 Crankcase Heater 0.5 Damper 1 Defrost Board 1 Drain Pan 1.5 Dryer (Liquid Line)**.75 if system open or 2 Electrode/Flame Sensor 0.5 Expansion Valve 3 Fan Switch/Control 1 Fan/Fan Blade/Blower 1 Fuse Block 1 Gas Valve 1 Header 3 Heat Exchanger 4 * Unless an exclusion applies Heat Pump Condensor 3 Humidifier Components 0.5 Igniter 1 Leak due to Fittings Replacement 0.5 Leak Restriction/Repair** 2 Misc Wiring 1 Module 1 Motor - (Cond/Furn/Fan) 1 Motor Mount 1 Nozzle 1 Orifice 1 Pilot 1 Pressure Switch - AC** 2 Pressure Switch - Furnace 1 Primary Control 1 Pulley Shaft 1 Pump Cartridge Only 0.5 Pump - Oil/Water 1 Receiver 2 Relay/Capacitor 1 Reversing Valve** 2.75 Sensor 0.5 Service Valve** 1.25 Solenoid** 1 Spring 1 Start/Assist 1 Switch/Sequencer 1 Thermocouple 0.75 Thermostat (Manual, Programmable) Timer (Defrost) 1 Transformer (Ignition/Control) 1 Tubing (Distributor Tube Assembly) 2 Wire - Ignition Switch/Harness 1 ** Includes time for refrigerant evac/exchange and recharge if required. 1 8

ESA CLAIMS FORM CUSTOMER INFORMATION CONTRACTOR INFORMATION Name Name Address Address City State City State Zip Phone Zip Phone Contract Number Contractor Number Customer Description of Problem Authorization Number EQUIPMENT Model Number Serial Number REPAIR Description Hourly Rate Hours Serviced Amount $ $ $ $ PARTS RETAIL ALLOWANCE (Limited to Repair Times in Contractor Guide) Quantity Part Number Description Parts Cost Allowance Factor Amount REFRIGERANT Number of Lbs. Used Cost/Lb Amount $ (Max $10 per lb) $ $ $ $ RETURN FORM TO: Email: esa.claims@ahslink.com Fax: 888 612 8113 or Mail: American Home Shield Attention AHS ESA Claims P.O Box 172247 Memphis TN, 38187 TOTALS: Trip and Diagnostic $ 65 Labor $ Refrigerant $ Parts Retail Allowance $ Contractor Signature Note: All claims are subject to review and approval by American Home Shield. Tax (if applicable) $ TOTAL $ 9

EXPLANATION OF COVERAGE American Home Shield Keeps It Simple After approval of their application, your homeowners will receive an ESA Fulfillment Kit from AHS with product information, service request process instructions, frequently asked questions and a copy of the contract along with other documents designed to give them information they need to know about the program. What Is Covered * Most brands of heating and air conditioning equipment. See list of eligible products below. New residential heating and air conditioning equipment under 5 tons installed in single family dwellings. All equipment must be the same brand as the manufacturer of the system and must be fully functioning and installed at the same time at the property listed on the contract address. We cover a wide range of equipment types including electric, gas and oil. Furnaces, 410A condensing units, heat pumps, boilers and package units. Standard labor costs for repair and replacement of covered air conditioning and heating components, including: all internal components of the covered unit (except for items specifically listed as Not Covered ). Thermostats, humidifiers and dehumidifiers, if they are part of the standard equipment provided by the manufacturer of the covered unit. Trip and diagnostic charges. ($65 per claim) 410A refrigerant on repairs. (up to $10 per lb) Parts retail allowance of up to $100 per claim. While AHS does not cover parts, we provide this repair allowance to help off-set the cost of handling parts and obtaining them from the manufacturer. The recapture and disposal of refrigerant, if necessary. (up to $50) Sales taxes on labor if applicable. An AHS ESA may be purchased up to 60 days from the original equipment installation date for new equipment only and according to the coverage terms outlined in the contract. All ESA contract applications are subject to approval by AHS before the contract is effective. If the contract is approved, these coverage details and dates apply: This coverage begins on the 91st day after the installation of the covered unit; the installing contractor is required to provide a 90-day warranty from the date of installation. AHS will not be responsible for any cost associated with repair or replacement of the covered unit during the initial 90-day period. Parts retail allowance paid under Extended Service Agreement. The contractor will be responsible for all labor necessary to repair a malfunction of a covered unit in the first 90 days. The expiration date for 5-year Labor Extended Service Agreement contracts is five years from the original installation date. *Unless an exclusion applies, see page 11 for exclusions to coverage. 10

EXCLUSIONS OF COVERAGE What Is Not Covered Commercial and industrial equipment, units which contain R-22 refrigerant, window and portable units and generators, fireplaces and grain, pellet or wood heating units, chillers, electronic air cleaners, water heaters, batteries, filters and other items that are intended to be used up periodically, automatic transfer switches, cosmetic or other defects that do not affect the primary function of the covered unit, any item that is not standard equipment provided by the manufacturer of the covered unit and that was not included in the original installation. Costs of parts, shipping, or handling, costs of manufacturer recommended maintenance, and premium or overtime labor charges. Labor or other costs associated with repairs or replacements required when the malfunction is caused by: Improper installation or repair of the covered unit or its components, missing components, parts or equipment, or the covered unit being oversized or undersized in relation to the square footage of the area being heated and cooled Repair or replacement of items that have been determined to be defective, or for which a warning has been issued, by the Consumer Product Safety Commission or for which a manufacturer has issued a warning, recall or determination of defect Access to the equipment or controls Repairs or replacements that would violate or which are required to comply with any law, regulation, ordinance, building or zoning code, or decree of a government agency Repairs or replacements involving hazardous or toxic materials, mold, mildew, bio-organic growth, rot, fungus, or pest damage Lack of routine or special maintenance according to the manufacture s instructions or recommended by the manufacture. Repairs or replacements when the malfunction is due to: Misuse, abuse, or mistreatment; including removal of parts, damage by people, pests, grass clippings and other materials on the outside of the condensing unit, or pets, or use of improper or contaminated refrigerants, accidents, fire, freezing, water damage, electrical failure or surge, or interruption in or inadequate electrical service, lightning, mud, earthquake, soil movement, storms, or acts of God, rust, oxidation or corrosion, or use of substandard building materials Secondary incidental and/or consequential loss or damage resulting from the malfunction of any covered item or a service contractor s neglect or delay in providing or failing to provide repair and replacement of such an item, including: Loss of income, utility bills, additional living expenses, personal and/or property damage Any delay in service or failure to provide service beyond AHS s control Any cost covered by a manufacturer s or service contractor s warranty Please see terms and conditions for a complete list of coverages. EXCLUSIONS FOR REIMBURSEMENT Including but not limited to: Service calls where no repair is completed or temporary repairs are made. Service calls to repair or replace a part within 60 days following completion of a repair or replacement of the same part. Claims that are submitted more than 120 days from the initial service dispatch. Claims for failures not covered under the Extended Service Agreement. The maximum liability of the ESA contract is limited to the original unit installed purchase price of the covered unit. AHS s obligations under the contract will end at the point that total claims costs exceed the original installed price of the covered unit. 11

CONTRACTOR REGISTRATION How to Become an ESA Contractor with American Home Shield It s easy for contractors to participate in our program! Just follow these simple steps: Step 1: Make sure you are properly and currently licensed as required by your local and state laws. Step 2: Complete the Contractor Enrollment Form. Step 3: Read, understand, and sign the Agreement to sell ESAs. It clarifies the rights and obligations for you, the customer/homeowner, and AHS. You must agree to: Provide labor free of charge to the equipment owner for labor occurring within 90 days of installation of the covered unit Complete all necessary documents that AHS requires Allow AHS to directly solicit customer satisfaction comments Step 4: Complete an AHS-approved ACH payment form and submit the form to AHS. This will allow reimbursements from claims to be automatically deposited into your account for faster payment. Step 5: Get program materials and tools. When you have successfully met the program requirements and AHS has given final approval, AHS will provide you with information and any materials you need to successfully sell AHS Extended Service Agreements. Step 6: Start offering ESAs from AHS and bring a new service dimension to your business and to your customers! Fax the enrollment form on the next page or call 1 855 660 5918. 12

CONTRACTOR ESA ENROLLMENT FORM Please Print Business Name Mailing Address City State Zip Physical Address City State Zip Tax Identification No. Owner Alternate Contact/Title Business Telephone Number(s) Dedicated Facsimile Number Emergency Service Number What type of emergency number is this? q Direct q Pager q Answering Service Company E-Mail Address Who referred you to American Home Shield? Has your company previously worked as a service provider for American Home Shield? q Yes q No When Number of Service Technicians Number of Service Vehicles Uniformed (shirts) Field Force? q Yes q No Service Vehicles Identified? q Yes q No Which type of dispatch scheduling do you use? q Visual q Computerized How do you dispatch? q 2-Way Radio q Mobile Phone q Pager q E-mail HOURS OF OPERATION Weekdays Saturday Sunday Office Hours... Regular Service Hours... to to to to to to Do you provide after hours service? q Yes q No If so, what hours? to to to 13

Check the trades your company services and note any exceptions. q Air Conditioning Exception Authorized factory service for (air cond. brands): q Heating Exception Authorized factory service for (heating brands): q Plumbing Exception q Well Pumps q Drywall (rough finish) q Appliances Exception Authorized factory service for (appliance brands): q Appliance Installs Exception q Electrical q Garage Door Openers q Pool/Spa Exception PLEASE NAME THREE BUSINESS REFERENCES (I.E. COMMERCIAL ACCOUNTS, SUPPLIERS, CUSTOMERS) 1. Name Phone Address City/State/Zip 2. Name Phone Address City/State/Zip 3. Name Phone Address City/State/Zip PLEASE ENCLOSE A PHOTO OF YOUR TECHNICIANS WITH THEIR SERVICE VEHICLES. 14

HOW TO SUBMIT NEW CONTRACTS To initiate a valid AHS ESA contract for a customer, follow these simple steps: Step 1: Submit a completed ESA Application listing all equipment manufacturers and models as well as serial numbers to be covered to: ESA.Contracts@ahslink.com (fastest and most efficient method), or Fax number 888 612 8113, or American Home Shield, P.O. Box 172247, Memphis, TN 38187 Step 2: We will review and determine whether to approve the application then invoice the contractor. Step 3: Upon payment we send the contract to the customer and to the contractor. Step 4: Contracts become effective on the 91 st day after installation of the covered unit. An Extended Service Agreement should never be purchased without the covered unit owner s knowledge or consent. Remember: If you have questions about contract sales submissions, please contact your AHS Contractor Support Team at 1 855 660 5918. 15

HOW TO SUBMIT CLAIMS FOR PAYMENT Before submitting an ESA claim, first determine whether the service is covered under the contract. Covered repairs of the same part must be made within 15 days of diagnosis to be reimbursed. Your claims must be submitted within 120 days from the date of service dispatch. Submit a completed AHS Extended Service Agreement Claims Form along with the invoice or work order to: ESA.Claims@ahslink.com (fastest and most efficient method), or Fax number 888 612 8113, or American Home Shield Attention AHS ESA Claims P.O Box 172247 Memphis TN, 38187 Be sure all information is filled out completely, legibly and following the guidelines in the American Home Shield Master Service Agreement and ESA Addendum or the claim may be denied. For reimbursement, all claims must include: AHS may request additional documentation, including parts invoice, or claim confirmation on any parts and service tickets. If requested, additional information and documentation must be received by AHS within 30 days of the request. Other AHS ESA claims policies include: Participating contractors must guarantee work for 60 days from the date of service completion. All labor claims for repairs occurring within 60 days of a prior labor claim made on the same part will be initially rejected. Diagnostic and travel will not be covered within 60 days from completion of services on the same system for same part failure. Adding refrigerant is not covered or reimbursable, unless associated with a component replacement or an internal refrigerant leak is found and repaired. Once a parts retail allowance has been paid for a part, another parts retail allowance will not be paid again within one year. The customer description of the problem Details about the diagnosed covered failure Details about the work performed Parts used in the service, including part numbers for in-warranty and out-ofwarranty parts, and part numbers with part cost Part cost, excluding tax and freight and not including repair allowance 16

TRANSFERRING/CANCELLING AGREEMENTS If the contract holder sells the property where the covered unit is located, the Extended Service Agreement contract may be transferred to the new buyer of the home by contacting American Home Shield at 855 222 0748. Customers may cancel the contract at any time by providing notice to AHS: If the contract is cancelled within 30 days of the effective date and no services have been received from AHS, the customer will receive a full refund of the contract fees. If the contract is cancelled within 30 days of the effective date and services have been received from AHS, the customer will receive a full refund of the contract fees less any service costs incurred by AHS. If the contract is cancelled more than 30 days after the effective date and no services have been received from AHS, the customer will receive a pro rata refund of the contract fees paid less an administrative fee of $50 for the unexpired term of the contract. If the contract is canceled more than 30 days after the effective date and services have been received from AHS, the customer will receive a pro rata refund of the contract fees paid for the unexpired term of the contract, less any service costs incurred by AHS and an administrative fee of $50. ESA contracts may be cancelled by AHS for: Nonpayment of contract fees Fraud or misrepresentation Other breach of contract Change in laws or regulations that affect the business of AHS or AHS s ability to fulfill its obligations under the contract If the covered unit is moved from the location at which it was originally installed Process for refunds on ESA cancellations: AHS processes all cancellations and pays any refund due to the customer. Contractor reimburses AHS for the amount of the refund related to the contractor s markup. Note: State cancellation provisions vary, see contract for state specific provisions. 17

RENEWAL COMMISSIONS At the end of the initial 5 year ESA term, AHS may allow customers to renew coverage for additional one year periods. Coverage, price, and terms are subject to change at renewal. In the event AHS and a customer to whom you sold an ESA agree to renew the ESA, you will receive a commission of 10% of the price of the renewed contract as long as you are in good standing with AHS and continue to participate in the AHS ESA program. HOW THE SERVICE FEE WORKS The Service Fee is an option you can include on each ESA to keep initial contract costs lower. If the Service Fee option is selected, we will collect $50 from the customer at the time of each service request. 18

MAINTENANCE Homeowners are responsible for operating the covered unit according to the manufacturer s instructions and for performing routine maintenance and any special maintenance recommended by the manufacturer, including: Cleaning of the condensate drain, condenser and evaporator coil Replacing air filters Routine or preventative maintenance is the responsibility of the homeowner and is not covered by the Extended Service Agreement. Malfunctions caused by lack of maintenance are not covered under the AHS ESA. Homeowners may be required to provide proof of routine and special maintenance when requesting service under the AHS ESA. Claims for failures caused by a lack of routine maintenance are not covered by AHS. REPAIR OR REPLACEMENT POLICY/ AUTHORIZATION Prior to making any repair or replacing any unit, a contractor must contact AHS for authorization. AHS will not pay for labor associated with repairs or replacements that are not authorized in advance by AHS. If the unit is replaced, the existing Extended Service Agreement is fullfilled and the customer must purchase a new Extended Service Agreement in order to have coverage on the new piece of equipment. For authorizations please call 855 565 4147. 19

FREQUENTLY ASKED QUESTIONS What Heating and Air Conditioning equipment is eligible for coverage under 5-year Labor Extended Service Agreements from American Home Shield? Unless an exclusion applies, new residential Heating and Air Conditioning equipment with a capacity of 5 tons or less is eligible for coverage (see the whats covered page). The covered equipment must be fully installed and functioning at the single family dwelling. All applications for AHS ESA coverage must be approved by AHS before coverage becomes effective. What are the Extended Service Agreement options? 5-year labor coverage options Three labor reimbursement rates Pricing with or without parts retail allowance Contracts with or without a $50 Service Fee What do the ESA labor costs cover? We cover standard labor costs for necessary repairs or replacements to covered unit internal components (unless specifically listed as Not Covered in the contract), thermostats, humidifiers and dehumidifiers if they are part of the standard equipment provided by the manufacturer of the covered unit and included in the original installation. What does the Extended Service Agreement cost? The contractor price list for the Extended Service Agreement from American Home Shield will be provided to you in a separate document. The prices are generally updated annually, but are subject to change at any time. We will notify you if the prices are revised. What do I charge my customers for 5-year Labor Extended Service Agreement contracts from AHS? You decide what price to charge the equipment owner within the pricing guidelines. The contractor cost for the Extended Service Agreement program varies for each product and for the length of coverage selected. The contract retail price will be printed on the Extended Service Agreement Summary Page that is mailed to equipment owners and on the copies sent to contractors. What can I charge as a labor rate when responding to an Extended Service Agreement claim? Review the labor rates and choose from three labor rate options at the time of contract sale. How is the $50 Service Fee collected? If applicable, we collect the $50 Service Fee at the time of each service, if the Service Fee plan is chosen. Does AHS reimburse overtime charges? No. How do I submit claims on in-warranty parts and out-of-warranty labor? Submit an invoice for in-warranty parts to the manufacturer and submit the out-of-warranty labor invoices to AHS, along with a parts retail allowance for in-warranty parts, if selected. How long after installation can I sell an AHS Extended Service Agreement? You are able to sell a contract on eligible equipment up to 60 days from the original installation date. Continues next page 20

FREQUENTLY ASKED QUESTIONS Do I have to call in for authorization before making a product repair or replacement? Yes, you must call 855 565 4147 for authorization prior to product repair or product replacement. Are there guidelines for repair times? Yes. The maximum repair times are located on page 8. Is there a waiting period before coverage becomes effective? As the installing contractor, you are required to provide a 90 day labor warranty from the date of installation. During that time, AHS will not be responsible for any costs associated with repair or replacement of the covered unit. Can I cancel the contract? No, the contract can only be cancelled by the customer or AHS. You will receive a mailed written notice that the contract has been canceled. Is annual maintenance required when submitting claims? Equipment owners are responsible for performing routine maintenance according to manufacturer s instructions, as well as for any special maintenance recommended by the manufacturer. Owners may be required to provide proof of routine and special maintenance when requesting service. Malfunctions caused by lack of maintenance are not covered. Does the equipment owner have any other responsibilities? Yes, they are responsible for providing unobstructed access to all covered items. AHS is not responsible for any costs associated with construction, carpentry, or other modifications necessary to access, remove, relocate, or install equipment. As the contractor, you may charge the owner an additional fee if any special equipment is necessary to install or remove equipment. What is the time frame for submitting claims for payment? You must submit claims within 120 days of the initial service request. Submitting claims via fax, email, or mail. When submitting claims via fax, email, or mail you must submit an American Home Shield Extended Service Agreement Claims Form along with the invoice or work order. Fax claims to 888 612 8113, or e-mail claims to ESA.Claims@ahslink.com, or mail claims to American Home Shield, 889 Ridge Lake Blvd., Memphis, TN 38120. When should I expect payment of claims? AHS will pay approved and correctly submitted claims within 10 days of receipt if the contractor participates in the ACH payment option. If you chose not to participate in the ACH payment option, claims will be paid 30 days after receipt of claim. If you do not receive payment or any information regarding the claim within this timeframe, you should contact AHS to ensure that the claim was received and processed. 21